Services Delivery Manager - Husqvarna Global PRO BU

Shaping the Professional services business future!
For this position we are looking for an individual who has an strong background within IT and business process and is passionate to set the foundation and drive our Servitization Journey within the Customer Care organization, part of the Global Pro business unit.
Typical areas of responsibility are to coordinate the service IT back-end & infrastructure projects that will be supporting the sales and administration of service contracts, operational leasing and “X as a Service”. In this role one would also be coordinating activities with the equivalent functions within the adjacent divisional business units. Close relationships are needed with main commercial contacts in the EPAC and NA sales regions. Orchestrating activities with central services functions and Customer Solutions units(CSU’s) is a focus area as well.

Your future challenge
This new role is positioned as part of the management team of Customer Care function, belonging to the Global Professional Business Unit, where the role will be reporting to the VP Customer Care. This person works in close cooperation with the Customer Care management team as well as with senior stakeholders in our regions and different functional areas

Key activities:
Set the requirements for the IT infrastructure, architecture and UX towards our Global Information Systems organization
Be the link between the business and customers , securing that our service solutions are meeting the internal and external requirements for performance and customer value
Strategically and operationally drive development of business processes required for service delivery in collaboration with the Regional / Local After Sales and the Services team
Actively contribute to the development of new service offers and business models that secure a long term relationship with our customers and the sales of our original spare parts and accessories
Cooperate closely with, EPAC and North American Service Teams for the local rollout of services


This senior position within the global Customer Care team, offers development potential and freedom to advance to new career opportunities in the mid-term.

Your team
The person would report to the VP Customer Care (part of the Global PRO BU). This department is responsible for creating successful customer journeys by proving services and aftermarket assets, direction and customer feedback solutions/support. Product and Services Quality department is also part of Customer Care being responsible for areas like Customer Satisfaction, Product Quality Validation and Global Technical Support.


Substantial areas for this position are:
Service Contract Portfolio, Commercial P&A Business, Digital Services. Service Delivery Process and Strategy, New Service Business Models, Product Life Cycle Management and Customer Satisfaction .
The team is located in several places in Sweden such as Huskvarna, Jonsered and Stockholm with close contact to Pro-Sales Teams in EPAC and NA Markets. Cooperation with Customer Solutions Units is frequent and conducted remotely on Digital Platforms or in face to face meetings/workshops. Travel to the regional headquarters is expected but no extensive travelling required.

Your role
The Service Delivery Manager is responsible for the following:
Drive the standardization of our business processes for Service offers
Drive improvement of our ways of working within the Service Delivery scope of projects
Set the requirements for new and existing service offer management systems and infrastructure
Initiate and coordinate back-end IT activities with the Customer Solution Units and GIS organization
Together with the Service Solution function, develop the service offer implementation strategy and plan, securing the launch of service offers and the acceleration of the service business
Lead in translating key customer requirements to successfully implemented features in our existing service offer backend IT systems
Identify business opportunities within the services and aftersales space through internal and external collaboration and analysis of our systems and product data.


Possible locations: Huskvarna, Jonsered, Stockholm, Amsterdam, Paris or Ulm.

Who you are

We believe that you are passionate, energetic, and have an intrinsic drive to continuously improve our & your own performance. You are recognized as an innovation leader, as well as a person with a network development skill. You have experience in dealing with senior stakeholders (within and across Business Unit and Divisions) and is a convincing presenter.

In addition you have a strong IT business experience > 7 years, preferably in a multi-national environment and preferably Leadership experience within Services or After Sales. You have a good understanding of future developments in the IT area and their implications and how to encompass those, planning ahead in such developments. You have an excellent track record of successful IT project delivery and implementation

You are fluent in English (preferably also additional languages) and willing to travel ~10% per year

The application
Are you interested in shaping The Professional Husqvarna Customers future? I would then encourage you to submit your applications until 14th August 2022. Preferably, submit your CV as well as a corresponding letter which showcases your ambition, insight and profile.
For more information about the position you can contact Flavio Santos +46702891974
For more information about the recruitment process you can contact Rickard Malmberg, rickard.malmberg@husqvarnagroup.com